WFM RTA Lead

Position Responsibilities:

• • Lead and manage RealTime Analysts to ensure effective workload balancing and optimal staffing across sites.
  • Produce accurate and timely reports such as SOD/EOD performance TAT monitoring queue management and other SLAdriven metrics.
  • Communicate daily workload prioritization and distribution strategies to Operations and key stakeholders.
  • Oversee schedule adjustments VL approvals swap requests and NPT allocations as needed.
  • Monitor leave allocations and coordinate impacts to staffing plans with the Scheduling team.
  • Serve as the single point of contact for system downtimes affecting MBPS Manila and Cebu; track issues actions and recommendations.
  • Respond to email inquiries and support activities or ad hoc tasks that enhance customer satisfaction and business performance.
  • Identify best practices and optimize workforce management tools to improve efficiency and effectiveness.
  • Ensure effective staffing through diagnostic analysis and performance measurement recommending improvements to scheduling and operational processes.
  • Investigate and communicate WFO data quality issues and partner with Scheduling on remediation.
  • Assist in identifying performance gaps and recommend valueadded services or process improvements.
  • Perform additional tasks as assigned by the Business Unit Operations Lead or WF Manager.

Required Qualifications:

• • 35 years of experience in Workforce Management RealTime Management or backoffice operations.
  • 2 years of handson experience using WFM tools/platforms (e.g. Verint Nice Genesys or equivalent) including strong Excel/Google Sheets skills.
  • Bachelors degree in Business Mathematics Industrial Engineering or a related field (or equivalent work experience).
  • Ability to lead analysts manage performance and provide coaching or guidance.
  • Strong understanding of SLA management intraday monitoring and operational metrics.
  • Excellent communication skills with the ability to collaborate with leaders across multiple sites.

Preferred Qualifications:

• • Background in backoffice or nonvoice operations workload management.

  • Experience optimizing WFM tools and identifying automation opportunities.

  • Strong analytical mindset with experience in performance diagnostics and reporting.

  • Ability to manage competing priorities and make decisions in a fastpaced operational environment.

  • Basic Workforce Optimization Techniques

    Data Visualization

    Basic Statistics

    Knowledge in Metrics Reporting

    Data and Reports Analysis or Business Intelligence Reporting

    Intermediate Excel Skills

    Basic Powerpoint Skills

  • People Management

    Coaching Skills

When you join our team:

• Well empower you to learn and grow the career you want.

• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team well support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer

At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .